Submit an enquiry to the Specialist Debt Advice Service

You can get in touch with us below, through our online form or our helpline.

Submit an enquiry

We want to deal with your request efficiently, so we have produced guidance to help you submit the best information possible.

We will respond to enquires made through our online form within 3 working days for non-urgent enquiries (excluding weekends and Bank Holidays), or within 24 hours in emergency cases.

Please clearly indicate if your client is facing an emergency with their debt enquiry.

If you have multiple enquiries which relate to different clients, please submit them separately.

Coronavirus (COVID-19) update

At present, we are operating a full advice service remotely. Unfortunately, we are not able to attend any face-to-face meetings until further notice.

Any updates – such as reduced capacity – will be communicated through our website and telephone introductory message.

We wish you and your clients well in these unprecedented circumstances and will continue to offer our support with your complex casework.

Your details

Your organisation's address

Your organisation's address


Client’s case

Is this a repeat enquiry?

Background information

Please do not include any personal details of your client, such as their name, date of birth etc.

How can we help?

Examples of emergency cases


Supporting documents

If you have any supporting documents, please submit them by email to specialistdebt@shelter.org.uk.

We are unable to accept any documents which contain client information, so please ensure that you redact all client information before sending documents. We will have to reject documents which have not been redacted and this could delay our response.

Helpline

Our telephone service is open 9am-5pm Monday to Friday.

Call us on 03300 580 404


How do we use your data?

We only collect the personal details we need to fulfil the service you expect from us. We do not collect or record any personal details about your clients. When using our service via telephone or our web form, we will ask you for:

  • your name

  • the name of the organisation you work for

  • your email address and contact telephone number

We will keep all your case information – including notes, letters and information given to us in relation to your enquiry – in a confidential record.

We use a customer relationship management system (CRM) to support our service. This means that we can keep the information you provide us, so we can access the history and relevant details of your case(s). This ensures that we provide appropriate and accurate advice or support.

Please see our full privacy statement for more information.

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